Refund Policy
REFUNDS POLICY
At Viho Vapes, we pride ourselves on offering high-quality products to our valued customers. We strive to make this process as easy as possible because we recognize that returns & refunds are occasionally necessary. Please review our Refund Policy to ensure a hassle-free return experience.
What Our Policy Covers
- Defects caused during manufacturing
- Devices that arrive non-functional out of the box
- Items that don't match the description listed on our website
Items damaged through misuse, mishandling, or general wear and tear are not eligible under this policy.
Non-Defective Returns
We only accept returns on defective items. We do not take returns on non-defective items and we have the right to refuse a refund.
Health & Safety
Due to hygiene regulations governing inhalation products, Viho Vapes cannot take back items whose seal has been broken or that show any sign of prior use. The only exception is a verified manufacturing defect, in which case the standard defect-claim process applies.
Refund Period
If you receive a product that is defective through no fault of your own, you may submit a return request within 7 days of the delivery date. Every return must be authorized by our team in advance — unapproved returns sent back to us will not be processed.
Product Inspection
Upon receiving your order, please inspect the products immediately. We can only entertain return/exchange requests for proven defective items. Usually, you have 7 days to initiate a return after delivery. When it comes to open products, store credit is your only choice. In the event that shipping expenses are not covered by the price, the buyer is in charge of covering them. Any return or exchange request that does not adhere to these policies may be rejected by Viho Vapes.
Return, Refund and Exchange Limitations
We have the following restrictions in place to ensure that every customer has an equitable shopping experience:
- There can only be one return or exchange per month for each customer.
- Only purchases up to $100 are eligible for refunds; shipping fees are not included.
- Refund approval for orders over $100 is at the sole discretion of Viho Vapes.
- We do not accept returns based on personal preferences.
- Refunds are done on the case by case basis. Refunds cannot be requested based on flavor or changing your mind
How to Request a Return
To initiate a return, please send an email to our support team that includes:
- Your full name
- The order number
- A contact phone number
- A clear explanation of why you'd like to return the item (photos or short video clips may be requested for verification)
After your request is reviewed and approved, our team will send you step-by-step instructions to complete the return.
Return Shipping
Return shipping is free. Because we only accept returns on defective or incorrect items, Viho Vapes covers the cost of sending the item back and will provide you with a prepaid shipping label at no charge to you.
Processing Returns
We respond to return requests within 1–2 business days. Once your package reaches our facility, please allow up to 10 business days for processing. Refunds are issued only if the order is returned with our consent. Before beginning the return process, kindly get a written return authorization from a Viho Vapes agent. To guarantee a complete and accurate refund procedure, we might ask for input on the product.
- Items confirmed as defective will be replaced free of charge, subject to current stock availability
- If a replacement isn't available, you'll be offered the choice between store credit or a refund
- Items found to be in working order may either be shipped back to you or converted into store credit at our discretion
Please note that refunds and store credit cover the value of the products themselves. The $9.00 shipping charge is not refunded, and Route package protection, where purchased, is likewise non-refundable.
At Viho Vapes, we work hard to make sure you are happy with your purchase by making the return process as easy as we can. Please email us at hello@vihovapes.com or use our contact form if you need help or if you have any questions. We guarantee to provide you with premium products and exceptional customer support.
Packages Stolen or Lost
Despite our best efforts, we are unable to guarantee the security of your packages once they have been delivered. Once the package has been verified as delivered, the delivery driver bears all liability for any losses, thefts, or damages. To get help if you think your package has been stolen or lost, send us an email at hello@vihovapes.com.
Inaccurate Addresses
If your package is returned to us due to an incorrect address, is marked "unclaimed" or "return to sender," or is not deemed deliverable by the final carrier, kindly send us an email. Upon receiving the package, your refund will be processed by our returns team.
